- Ticketing
- Downloads
- Videos
- Knowledge Bases
- Forums
- Suggestions
- Widgets
- A Learning Management System (LMS)
Ticketing
Managing customer support requests is the main purpose of Client Central. The ticketing framework is highly customizable and can deliver a sophisticated automation solution. While it is possible to configure custom flows, the Client Central team will implement a basic ticketing flow as a starting point.
Ticket configuration
To support a variety of scenarios, Client Central provides a mechanism to configure Tickets behavior. This includes:
- Ticket types, which can be configured by customer type
- Statuses for various ticket statuses e.g. open, escalated to development etc
- Priorities to identify the severity of tickets and to be used for allocating service level agreements and rules
- Custom Fields which offer custom classifications which can be included
- Rules for implementing ticket automation
- Buttons which provide easy access to custom features which might be commonly needed
The combination of all these configuration features make the Client Central solution extremely flexible, and easy for agents and customers to use.
Knowledge bases
The knowledge repository is a workflow-driven content management system that can be controlled through roles. Approvals ensure the content passes through a quality review before being published for client consumption. Knowledge bases are linked to and configured per workspace, allowing you a flexible setup based on the purpose and needs of the specific workspace.
Content management and workflows
Access to the Knowledge base content creation is driven by roles, which are configured per account in Client Central, so can be flexibly designed. All content submissions are sent to content approvers to review.
Multi-lingual support
All articles are created in the default language of the author, but translations can be added and maintained. If an article is not available in the end-user’s preferred language, the default article language is displayed to the user.
Videos and downloads
The Client Central platform supports the uploading of videos and providing support for downloading large files. It uses a global content delivery network (CDN) to ensure experience is optimized for users globally.
Like Knowledge bases, videos and downloads are configured via the workspace, and associated roles are provided for the management of these components.
Video management features
Videos can be tagged and either uploaded directly, or linked to a popular video hosting platform (Youtube, Vimeo, Wistis). Videos can be rated, and associated thumbnails and metadata can be included for improved searching and tagging. Attachments such as associated presentations can be included with the video submission. Setting visibility of who can see the video is also controlled granularly.
Downloads
Like video downloads, these can be organised and categorised into specific folders for management and control. Externally accessible links can be created for download sharing “outside” of the Client Central platform.
